Kurt Alejandro Steinmuller Castañeda
Guatemala
Summary
Enthusiastic and driven Civil Engineering student. Proven experience leading high-performing teams in fast-paced environments as a team lead for a demanding customer service account. Demonstrated ability to train and support remote teams across Guatemalan and U.S. sites while maintaining strong stakeholder relationships. Background includes contract analysis for a high-demand organization, as well as recent roles as a Cruise Representative and Resolutions Specialist for ultra-luxury cruise lines. Highly capable of resolving complex issues, delivering top-tier customer service, and adapting swiftly to evolving challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Resolutions Specialist
CONDUENT: Silversea Cruises
04.2024 - Current
- Handle escalated calls and deliver effective resolutions, including highly sensitive situations that fall outside standard procedures.
- Utilized advanced problem-solving abilities to identify creative solutions for atypical client concerns.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
Reservations Sales Specialist
CONDUENT: Crystal Cruises
03.2023 - 04.2024
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Coordinated transportation and flights while overseeing the Transfers Mailbox.
- Established great relationship between the company and travel agencies by helping the Sales Support Team to gather the bank details for the commissions.
- Worked closely with front desk to gather and confirm passengers’ personal information to avoid any problems while getting onboard.
- Supported team members to meet metrics as a temp supervisor.
Contract Analyst
HCL: Xerox
04.2021 - 03.2023
- Performed successful analysis of customer's paperwork and created contracts for the company.
- Monitored incoming contracts and service agreements for correct pricing and information.
- Established good relations between leasing companies, customers and the stakeholders.
- Analyzed profitability of customers' current paperwork to determine whether to renew or terminate their contract.
- Responded and handled customer complaints and inquiries in a timely manner.
Customer Service Representative Tier 2
TELUS INTERNATIONAL: Epic Games
02.2020 - 04.2021
- Responded and handled customer complaints and inquiries in a timely manner.
- Maintained a polite and professional manner.
- Developed personal organization and multitasking skills in a fast-paced environment.
- Handled escalations from Tier 1 agents.
Operations Team Leader
ALORICA: T-Mobile
03.2017 - 06.2018
- Supported team members to meet metrics.
- Traveled to US site to train and support new personnel at their new site twice.
- Trained Sr. Managers, Managers, TLs and Trainers at Pensacola, Florida.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
Customer Service Representative + Mentor
ALORICA: T-Mobile
10.2016 - 03.2017
- Responded and handled customer complaints and inquiries in a timely manner.
- Maintained a polite and professional manner.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Developed personal organization and multitasking skills in a fast-paced environment.
Education
3rd Year Civil Engineering Student -
Universidad De San Carlos De Guatemala
05.2025
3rd Module of Project Management Course - undefined
Coursera - Google Certification Program
05.2025
Skills
- AutoCAD
- Call Center Experience
- Complaint Handling
- Task Delegation
- Microsoft Suite
- Leadership Skills
- Mentoring Abilities
- Time Management
- De-escalation techniques
- Document preparation
Certification
- 2023-05 Foundations of Project Management
- 2023-09 Project Initiation – Starting a Successful Project
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Resolutions Specialist
CONDUENT: Silversea Cruises
04.2024 - Current
Reservations Sales Specialist
CONDUENT: Crystal Cruises
03.2023 - 04.2024
Contract Analyst
HCL: Xerox
04.2021 - 03.2023
Customer Service Representative Tier 2
TELUS INTERNATIONAL: Epic Games
02.2020 - 04.2021
Operations Team Leader
ALORICA: T-Mobile
03.2017 - 06.2018
Customer Service Representative + Mentor
ALORICA: T-Mobile
10.2016 - 03.2017
3rd Module of Project Management Course - undefined
Coursera - Google Certification Program
3rd Year Civil Engineering Student -
Universidad De San Carlos De Guatemala
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